Consults with 0 Hold Time

Analytics and Reporting
1

Looking at the conversation details query/job as well as at the UI, I am finding multiple cases where a consult or a consult transfer is counted (I think correctly) but 0 hold time is counted. Having at least some hold time seems like a necessary condition for a consult as without hold time the "consult" is in reality either a conference/transfer (if the caller is on the line interacting at the time the call is placed) or a new outbound conversation (if no caller is on the line).

What am I missing? Thanks!

2

I did some testing, and it appears that the hold time is recorded entirely from the agent's perspective in the conversation detail API. Is there any alternative method to determine the time the customer spent on hold? This seems pretty vital to understand the customer experience and to evaluate agent performance.

Thanks!

3

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